Get help with a support ticket

Goal

Ask Parsware support for help in a way that keeps the whole conversation in one place your colleagues can see too.

Before you start

You need a parsware.com account that belongs to a company. Anybody in the company — Owner, Billing or Member — can open tickets and reply on them.

Steps

1. Sign in at parsware.com and open Account → Support. Every ticket your company has opened is listed, newest activity first.
2. Under Open a ticket, give it a subject and say what happened: what you were doing, what you expected, what you saw instead.
3. Pick a priority. Urgent means work has stopped for people — we look at those first, so keep it for that.
4. Say which product it is about, if it is about one.
5. Optionally attach one file — a screenshot or a log helps more than a description of one. Up to 4 MB.
6. Press Open the ticket. You land on the ticket's page, and support has it.

Following the conversation

The ticket's page shows your opening message and every reply, in order. A reply from support is marked Support; your own and your colleagues' are marked with their names.

• Reply at the bottom of the page. You can attach a file to a reply too.
• If the ticket is Waiting for you, support has asked something and is waiting for your answer. Replying moves it back to In progress on its own.
• If the ticket is Resolved, support believes it is answered. Reply if it is not; close it if it is.
• A file on a reply is a link with a paperclip. It opens only for people signed in to your company — a link forwarded to somebody else does nothing.

Closing a ticket

Press Close this ticket when the answer is enough. A closed ticket cannot be replied to; if the problem comes back, open a new one — it is faster for everybody than reopening an old thread.

What you will not see

Support keeps some notes on a ticket for its own use — a hand-off between colleagues, a hunch to check. Those never appear in your account, so the conversation you see is the conversation with you.

Troubleshooting

"That file is over 4 MB." Attach something smaller — a cropped screenshot, a zipped log — or describe it in words and support will ask for it another way if it is needed.

"This ticket is closed. Open a new one instead." You replied on a closed ticket. Open a new one and mention the old subject.

"There is no such ticket on your company." The link points at a ticket that is not your company's — perhaps you switched company at the top of the page. Go back to Support and pick the ticket from the list.